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Business Operations Manager - Marketing & Customer Success at Clearpath Robotics
Kitchener City, Ontario, CA

Experience:5 years

Education:Bachelor’s

Division:OTTO Motors

 

About Us

Clearpath provides self-driving vehicle technology and services to over 500 of the world’s most innovative brands. Proprietary hardware, software, and services are delivered through the company’s industrial and research divisions: Clearpath Robotics and OTTO Motors.

We employ a diverse and highly talented team who live and breathe robotics.  We believe that work must have a high “cool” factor and every day should bring new knowledge. We need more passionate people on our team who are willing and able to push the boundaries of robotics into focused and practical applications. 

Clearpath is automating the world and we need your help.  Got what it takes?

 

About the Job

Great companies create and reinforce a rigorous discipline about the little things that affect their customers, employees and shareholders. They instill an operational discipline in their business via a well designed and implemented Business Operating System (BOS).  OTTO Motors is at a critical phase of our history.  We are transitioning our business into a rapid scale up phase and need an effective and efficient Business OS that will support growth.

As part of the Business OS team, you will work directly with department leads to streamlines our BOS through the Discover (Marketing & Business Development) and Monitor (Customer Success and Support) phases of our customer journey.  You will define processes to identify gaps and opportunities, measure the potential impact, analyze the root cause, improve processes, and control rollout and monitoring.

 

Primary responsibilities include:

Define

  • Work with department leads to document Business Processes, Standard Operating Procedures, and Work Instructions.
  • Identify process gaps and improvement opportunities.
  • Define project charters, requirements, scope, and KPI’s.

Measure

  • Work with stakeholders to understand the full breadth of impact.
  • Ensure clean data is being collected and baseline reporting is in place for KPI’s.
  • Collect performance and benchmark data to quantify the gap/opportunity.

Analyze

  • Determine the root cause of challenges.
  • Estimate the positive impact of change.
  • Work with BOS management to prioritize projects.

Improve

  • Project manage process improvement initiatives.
  • Develop solutions and project plans.
  • Work with other Business OS team members to identify the up/downstream impact of changes.
  • Work with the Business Tools manager to coordinate system changes.

Control

  • Document and publish process changes and ensure proper process governance is in place.
  • Deliver training and coaching to managers and end users.
  • Create reports and dashboards to monitor change and adoption then correct if necessary.

 

Sample Projects

Discover

  • Design & Implement an Email Strategy
  • Develop a Lead Management Process
  • Refresh Lead Scoring
  • Implement Multi-Campaign & Funnel Reporting
  • Optimize BDR Outbound Process
  • Automate the BDR Workflow
  • Implement a Contact Data Enhancement Solution
  • Enhance BDR Process Documentation

Monitor

  • Systematically Capture Voice of Customer (VOC) and automate distribution
  • Implement a New Support Ticketing System
  • Develop Ticket Analysis & Insight Reporting
  • Optimize our Knowledgebase
  • Design a Customer Reference Process
  • Utilize Customer Data in QBR’s
  • Streamline Customer Survey / Customer Satisfaction Monitoring
  • Develop Proactive Fleet Monitoring Procedures
  • Implement an Asset Tracking, Recall & Field Repair System

 

Additional task:

  • Help improve team processes and best practices.
  • Meet with Marketing, Business Development, Field Service, Client Success, and Account Management on a regular basis to deliver project status and cross-functional updates, monitor team performance, and identify challenges.
  • Update the BOS team on the status of supported teams and discuss the details of projects.
  • Help promote a company culture that encourages top performance and high morale.

 

About You

You want to work for a fast-moving company that thinks big and dreams huge. You are driven, view work as more than just a job, and are never satisfied with a project left half-done. You want to be surrounded by people like you; creative, fun-loving, and passionate about their work. You are motivated by making an impact on your workplace and you thrive on challenging and rewarding problems. Oh, and you have some form of higher education with the common sense to back it up.

 

Required skills:

  • University Degree in Business or related field preferred
  • Minimum 5 years experience in Business/Revenue Operations, Marketing, Sales, or Customer Success using Salesforce CRM
  • Experience as a Project Manager managing multiple projects at once
  • Ability to problem-solve, troubleshoot, and systematically improve operational processes
  • Highly analytical with the ability to develop ROI metrics/dashboards
  • Ability to professionally interact with all levels of an organization
  • Excellent communication and presentation skills with a full command of the English language
  • High business acumen to exploit best practices, yielding results
  • Bonus: experience with Lean Six Sigma

Clearpath is committed to supporting a culture of diversity and accessibility across the organization.  We hire the best talent regardless of race, color, creed, national origin, ancestry, disability, marital status, age, sex, veteran status or sexual orientation. If you require special accommodation to complete any portion of the application or interview process, please contact 1-800-301-3863.

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